Team Leader

The Team Leader is responsible for overseeing the day-to-day operations of the assigned customer program(s) during a designated shift. The position assists management with customer escalations and monitors critical processes. The Team Leader coaches and develops their assigned team and provides the necessary tools and support to ensure continued fulfillment of our customers’ needs.

Responsibilities

• Manage a team of agents to achieve or exceed goals and key performance indicators through periodic coaching and mentoring.
• Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.
• Conduct business reviews and performance management activities to assist agents in continuous development.
• Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
• Assist in queue management using the available tool...